Customer Support Specialist

Who We Are

GovOS is a leading provider of transaction and compliance software for state and local governments to streamline property, licensing, and tax interactions with businesses and citizens. Headquartered in Austin, Texas, GovOS serves more than 800 government agencies across the United States. With the company’s secure suite of cloud-based solutions, governments can maximize revenue, increase compliance, reduce costs, and meet constituent demand for modern, self-service transaction and payment services.

Across the country, local governments are working hard to improve the lives of their citizens, as well as their own employees. We are 100% invested in providing governments with innovative solutions and industry-leading services that will help them deliver impactful change in their communities. Government agencies have been winning awards with us for almost 20 years now. We have the highest customer retention rates in our industry because no one works harder than we do to ensure our customers’ success.

Our Mission Statement

To enable state and local governments to modernize their citizens and business transactions through innovative SaaS solutions and seamless payments.

The Client Technical Support Role for the BLT & STR product lines at GovOS provides system support to clients. As this is a customer-facing position, this role requires timeliness, professional communication, metric expectations, and maintaining a great customer experience in a fast-paced customer-driven environment. In this position team members will be helping clients with their issues or requests through email, phone, and Teams call. This may require scheduled meetings with clients for up to an hour or two for discussion, triage, or discovery of areas of work needed in their system. A CTSR should have troubleshooting abilities to receive a request or issue from a client, triage and investigate the issue, and resolve or escalate to the next step in the escalation process.  

• (Shift hours: 8am – 5pm OR 9 am - 6 pm MST)

Role & Responsibilities  

 Client Technical Support Specialists are the leading point of contact for all clients utilizing the BLT STR online system. This means assisting clients with items such as navigating/using the platform and guiding them through troubleshooting issues such as:

• Revenue Reporting
• Notification Creation
• System and technical difficulties with their platform
• Questions about system functionality
• Requests for simple or minor system updates

In addition to ongoing support, Client Technical Support Specialists also perform administrative functions, including but not limited to:

• Serving as a subject matter experts on the platform for use case scenarios and interdepartmental communication
• Creating and/or updating system procedures in our online help system to assist with user support questions
• Creating procedures, checklists, and related documents or forms for operations, including support, conversions, or other key functions
• Self-serve drive to locate and manage the information provided to you to perform expected functions of the role

Qualifications

• 6 months in a support role or an equal amount of system knowledge
• 2 years of SaaS Technical Support experience
• Online interfaces including ticket management system, email, and chat functions
• Ability to handle high volume high-stress work environment
• Problem-solving skills and self-serve triage abilities
• Superb organizational skills with attention to detail with a strong ability to manage documents and task list
• Proven ability to juggle multiple tasks at one time, including multiple support tickets and calls
• Absolute accuracy with little supervision
• Strong verbal and written communication skills
• Comfortability with technology and online system functions
• Transaction understanding

Nice to Have

• Experience with Excel VLookup and Pivot Tables
• Degree/Certification in Business/Accounting/Service or similar area of study
• Proven self-management skills in completing projects (i.e. Excel. Data conversion) with deadlines
• Sales Force/Service Cloud experience
• De-escalation skills

Benefits:

• Hybrid Modality
• Leadership and career development opportunities 
• Free major medical for employee and dependents
• Free Emergency abroad insurance
• Free Dental insurance
• Life insurance 
• Paid holidays 
• Christmas Bonus
• Vacation Premium
• Savings fund contribution 13% of month gross base salary up to federal maximum 
• Restaurant Card contribution 10% of month gross base salary up to federal maximum
• Grocery Ticket contribution 10% of month gross base salary up to federal maximum
• Wellness stipend up to 1000 MXP per month

The pay range above represents the anticipated low and high end of the pay range for this position and may change in the future. Actual pay may vary and may be above or below the range based on various factors, including but not limited to work experience and performance.

GovOS, Inc. (“GovOS”) provides this California Privacy Notice (“Notice”) to describe its privacy practices with respect to its collection of Personal Information as required under the California Consumer Privacy Act (“CCPA”). GovOS’s CCPA-specific policies can be found at https://govos.com/privacy-policy/ and should be carefully reviewed prior to providing any Personal Information. This Notice applies only to job applicants and candidates for employment who reside in the State of California (“Consumers”) and from whom GovOS collects “Personal Information” (as defined in the CCPA). GovOS provides you with this Notice because under the CCPA, California residents who are job applicants qualify as "Consumers.”